Tracy Robertson

Global VP – Customer ExperienceKimberly-Clark

Tracy Robertson currently serves as Kimberly-Clark Professional’s Global Vice President of Customer Experience. In this role, Tracy is responsible for all aspects of customer experience, digital dexterity and sales effectiveness to ensure the delivery of a high-quality, end-to-end experience across the entire customer journey. Prior to joining KCP, Tracy spent 10 years at GE in various global commercial leadership roles. Her last two-years at GE she served as part of a mission-based team driving a company-wide project to define the strategy and implementation of GE’s Commercial and Customer Digital Transformation. Called upon to manage change, Tracy has delivered measurable results by comprehensively analyzing products, marketing, communications, and sales programs and then implementing continuous improvement, training, and culture initiatives in global, highly-matrixed organizations. Tracy currently resides in Atlanta, Georgia and has an undergraduate degree in Communications and a M.B.A. from Syracuse University.

While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

•What does your customer’s journey currently look like?

oDo you have different types of customers and thus different journeys you have to manage?

•What is the actual structure of your CX team?

oIs it centralized or decentralized?

oWhat department do you belong to? Or are you spread out across the org?

oHow many people are on the team?

oWhat do you all actually do? Are you more motivational, or operational?

•What departments across the organization have a hand in the journeys your different customers take?

oAre there other areas of your business that have ownership of traditional CX functions? Such as customer service, journey mapping, employee engagement?

•Given the structure you have, and the stakeholders that work on CX across the business, how do you best work together to improve the customer’s journey?

oHow can you show a connection between CX investments and ROI given the different goals each department that works on CX might have?

Check out the incredible speaker line-up to see who will be joining Tracy.